Basic Info

Work Experience

Experience Details

Job Title: Key Account Manager

Job Role:
Marketing/PR/Advertising

Career Level: Experienced (Non-Manager)

Job Details: Major Key Activities:
• Act as a client-facing consultant to identify, develop, and execute social media marketing campaigns and programs.
• Assuring that all the brief received from client side is being communicated clearly to the stack holders assuring that all
the process is working according to client direction.
• Directly manage one or more channels to drive performance according to social media strategies and goals
• Use a data-driven approach via web analytics for monitoring and reporting of online marketing campaigns
• Interface with clients, account managers, and strategic leads to deliver for clients across a wide array of industries
• Serve as thought leader and client advocate for new technologies, platforms, and programs.
• Covering on ground client activations throughout different social media platforms.
• Create timely and engaging content optimized for platform used and intended audience.
• Monitor sites for customer service opportunities and initiate conversations on behalf of the client.
• Stay current with social media trends and tools – includes attending networking and educational events, reading blogs,
and listening to podcasts.
• Continue to refine and define our social marketing process.
• Work with teams to create a solid branding message that’s reflected across Atomic marketing materials, social media
content and shared by employees
• Creating a portfolio of client accounts and monitoring the ongoing activities related to them.
• Managing, reviewing progress and delivering the client’s advertisement projects.
• Conducting meetings with the clients as well as informing them about the current work status of their projects.
• xEstablishing relationships with new clients and maintaining and nurturing business relationships with existing clients.
• Identifying accounts whose revenue may be shrinking so as to address any ‘at risk’ customers and reach out to these
accounts to ensure they are retained.
Special tasks;
Acting as social media team leader.
• Leading social media team assuring all clients operations are going according to client vision and needs.
• Quality of content assurance to meet the client bench mark.
• Developing social media and digital strategies supporting business development team.
• Work with internal stakeholders on big events & campaigns activations to increase buzz around a certain activity
• Analyze and evaluate social media campaigns and strategies
• Reporting on effectiveness of campaigns & monitoring trends in social media
• Monitoring the activities of main competitors in social media
• Budgets for social media activities
• Generating, monitoring and tuning Facebook paid ads targeting the desired audience according to client’s field of

Experience Details

Job Title: Senior Cloud computing support Agent

Job Role:
Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: Major Key Activities:
• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Exchange, Sharepoint, webhosting, eshop, CRM) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet
site are done according to SL.
• Provides relevant and accurate information (Services, Products & Policies).
• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and
ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• Attending different UATs to ensure that any new business solution or product is compatible with systems and internal
processes.
• Handle new complicated services and business solutions currently in the market.
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
• Acting on VOC with Full process to have it on production.
• Handle customer inquiries through Web Chat on Vodafone formal site.

knowledge to be able to enhance quality of services offered.
• Conduct the necessary orientation sessions to all customer care staff
regarding newly launched products & services, refresher session on
current products & services, any gathered materials that needs to be explained to COPS staff
• Conducting training for customer care and retail stuff for all the 3G solutions .
• Visiting VIP customers for BlackBerry and data connectivity products orientations and troubleshooting for problem
solving.
Special projects &tasks:
• Product Owner
• Providing clear insights for the product including detailed analysis.
• Ensure that all product problems are handled professionally
• Periodic review of all processes of business solutions products/services.
• Professional handling of UAT’s for products acceptance
• Insure that periodic enhancement of product knowledge among team and other customer care staff.
• Professional communication style for Business solutions product/services to all stakeholders.
• Forecasting the behavior of our market competitors and planning for long and short term proactive actions.
• Store tech-support
• Supporting all the blackberry Models (hardware maintenance and software)
• USB Modems (Software and Firmware)
• 3G routers Novatel mifi, Huawei “E960, B970”, Linksys littleBox (Software and Firmware)
• iPhone all the technical problem (advanced troubleshooting and software update)
• Pre-PO Products Testing
• Performing light testing for the new products to be delivered to the market.
• Providing stakeholders with the recommendations for the products to be enhanced before PO
• Approving the new products to perform the PO from the concerned parties’ side.
• Technical Training Team
• Conducting technical training for 3G products provided by Vodafone to All customer care teams either new hiring or
any updates regarding new services
• Establishing , updating and enhancing training materials
• Assess pre and after training for all the customer care agents joined the training
• Internet call center delegated team leader
• Be in charge of running and managing
• Conduct regular review of all call center agents’ performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their
challenges at all times
• Ensure a safe and harmonious working environment for all other team members

Experience Details

Job Title: Training Coordinator & Sales Representative

Job Role:
Operations/Management

Career Level: Entry Level

Job Details: Managing all of the logistical and administrative work needed to ensure instructor-led and training programs run successfully
• Ensuring that the training facility is prepared with all of the training materials and equipment in place and ready for use.
• Making travel arrangements for trainers and if needed,
• emailing training pre-work and class reminders to participants
• Arranging training agenda & materials
• Managing catering
• Gathering and analyzing course evaluation and attendance data.
• Gathering required data for a forecasted client
• Conducting sales visits to clients